Skip to content
EzyHop
EN EnglishES Español
AccountGet an eSIM

Legal

Refund policy

When we refund, when we can’t, and how to ask.

Effective date: October 28, 2026

This policy explains when you get your money back for an EzyHop eSIM or top-up, when you don’t, and how to ask. It is part of our Terms.

EzyHop’s address is 600 N Broad Street, Suite 5 #3414, Middletown, DE 19709, United States. “We” and “us” means EzyHop. “You” means the person who bought the eSIM or top-up.

The short version

  • We can’t deliver your eSIM? You get a full refund automatically. You don’t need to ask.
  • Changed your mind and haven’t installed the eSIM? Ask within 30 days of purchase and we refund you in full, as long as our network partner still allows the eSIM to be cancelled.
  • The eSIM doesn’t work because of a problem on our side, and we can’t fix it? We refund you.
  • Charged twice? We refund the extra payment in full.
  • Installed it, or used data? We usually can’t refund, unless the problem is on our side or the law says we must.

Refunds we make automatically

Sometimes we can’t create your eSIM after you pay. For example, the plan sold out, its price changed before we could order it, or our network partner could not issue it. When that happens, we refund the full amount you paid and email you to let you know.

Before we deliver an order, we may hold it for a short security check. If we can’t complete the check and deliver within about an hour, we refund it in full automatically.

If your order is taking longer than usual, we email you. Your payment is safe: we either deliver your eSIM or refund you in full.

Unused eSIMs: full refund within 30 days

If you no longer need your eSIM, you can ask for a full refund within 30 days of purchase, as long as:

  • you have not installed the eSIM on any device, and
  • the eSIM has not expired or passed its install deadline, and
  • our network partner still allows it to be cancelled. Almost all of our plans can be cancelled until they are installed, but a few can’t. We check this for you when you ask.

When you ask, we cancel the eSIM first and then refund your payment. Once cancelled, the eSIM stops working for good and the QR code and install links no longer work.

This also covers a second eSIM you bought by mistake, and a phone that turns out not to support eSIM, as long as you haven’t installed it.

When the eSIM doesn’t work because of us

If your eSIM can’t be installed or can’t connect in a country your plan covers, and the cause is on our side or our network partner’s side, please contact us first. Most problems can be fixed with a setting, such as turning on data roaming or picking the right network.

If we can’t fix it, we refund you in full. If the plan worked for part of its time and then stopped because of a problem on our side, we refund you in full or in part, depending on how much of the plan you were able to use.

When we can’t refund

Unless the problem is on our side, or the law where you live says otherwise, we can’t refund:

  • an eSIM that has been installed, or any plan once data has been used;
  • an eSIM installed on a phone that doesn’t support eSIM or is locked to a mobile carrier. At checkout you confirm your phone supports eSIM and is unlocked. If you’re not sure, check your phone before you buy;
  • an eSIM you deleted from your phone. An eSIM can only be downloaded once, so it can’t be installed again;
  • a plan that has ended, or data or days left unused when it ends;
  • an eSIM that expired because it wasn’t installed before its install deadline. When a plan has one, we email you a reminder a few days before;
  • slower speeds or weaker coverage in places where the local network doesn’t reach well, if the eSIM still works as described.

Top-ups

A top-up adds data or days to an eSIM you already have.

  • If we can’t add your top-up, we refund it in full automatically and email you. Your eSIM and the data already on it are not affected.
  • Once a top-up has been added, it can’t be cancelled or removed. When you buy it, you ask us to add it straight away and accept that you can’t cancel it once it’s added.
  • If a top-up was added but doesn’t work because of a problem on our side, and we can’t fix it, we refund it in full.

Charged twice

If you were charged more than once for the same order or top-up, contact us with your order number. We refund the extra payment in full.

How to ask for a refund

Contact us and tell us:

  • your order number (it starts with EZY-), and
  • what happened, or why you’d like a refund.

Please use the email address you bought with, so we can find your order. We check the eSIM’s status with our network partner and reply with our decision.

How and when you get your money

  • We refund the amount you actually paid, after any discount.
  • Refunds go back to the original payment method, such as the same card or Apple Pay or Google Pay wallet. We can’t send a refund anywhere else.
  • We charge and refund in US dollars (USD). If your card is in another currency, your bank’s exchange rate may make the amount on your statement differ slightly from what you were charged.
  • After we send a refund, it usually takes 5 to 10 business days to show on your statement. The exact time depends on your bank.
  • When we refund an order or top-up in full, we email you. Every refund also shows on your receipt.

Chargebacks and payment disputes

Please contact us before you dispute a payment with your bank. It is almost always faster, and we can only refund a payment that isn’t already under dispute. Once you open a dispute, your bank decides the outcome.

On your card statement, EzyHop payments end in “EZYHOP” (checkout and your receipt show the exact text). If you don’t recognise a charge, please check your order emails first.

If a payment is disputed:

  • we may cancel the eSIM if it hasn’t been installed yet;
  • we may pause new purchases on the account while the dispute is open;
  • we share the order details your bank needs to decide the dispute.

Your legal rights

Because an eSIM is digital content that we deliver right away, at checkout you ask us to deliver it immediately and accept that your 14-day right to cancel ends once it is delivered. The same applies to a top-up once it is added.

This does not affect your other legal rights. If you live in the European Union or the United Kingdom, you keep your statutory rights for digital content that is faulty or not as described. Wherever you live, nothing in this policy limits any right you have under the consumer protection laws that apply to you.

Changes to this policy

We may update this policy from time to time. The version in place when you bought your eSIM or top-up applies to that purchase. We show the date of the latest change at the top of this page.

Questions

If anything here is unclear, contact us. We’re happy to help.